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Job title: Help Desk Technician II Company: General Dynamics Job description: Type of Requisition: Regular Clearance Level Must Currently Possess: Other Clearance Level Must Be Able to Obtain: None Suitability: No Suitability Required Public Trust/Other Required: NACI (T1) Job Family: Help Desk Job Description: GDIT has an opportunity for a Help Desk / Service Desk Specialist to provide in depth troubleshooting across a wide range of technologies as part of our Service Desk program at the National Institutes of Health (NIH) Center for Information Technology (CIT). This position will support the NIH community 100% via phone and remote access tools like Bomgar. Responsibilities: • Be on time and ready to work at your assigned start time, manage your breaks and lunch according to your schedule, work until the end of your shift • Respond to requests for help, via the phone and web • Diagnose and resolve technical hardware and software issues • Opens, tracks, and closes trouble tickets; ensuring excellent documentation (in tickets and in the Knowledge Base articles) • Tracks activities of technical support specialists to whom tickets were assigned. • Research questions using available resources • Advise user on appropriate action • Follow the NIH IT Service Desk Standard Operating Procedure (SOP) • Log ALL phone and web contacts • Completely document the contact and resolution • Identify and escalate incidents and problems requiring urgent attention • Escalate incidents and problems to the appropriate group • Stay current with Bulletin Boards, Hot News, and system changes • Suggest training needs and opportunities • Suggest knowledge needs and opportunities for the IT Solutions Center (ITSC) • Promote teamwork and skill sharing • Record your time daily • Learn the NIH customer and operating environment in a short period of time; and learn and adopt ITIL best-practices as currently adopted by the customer. In this role, you will work as part of a 50 person help desk team. While you are not expected to know all of these coming into the role; you will have the opportunity to learn these technologies: • Email and Microsoft O365 • Multiple OS - Windows, Mac, UNIX, Linux • Databases (Oracle, DB2) • Account management with Active Directory and collaboration (shared drives, etc.) • 508 Telecommunication Services • ActiveSynch and BlackBerry Wireless Messaging Services • Mobile devices (iPhone, Windows Pocket PC, Palm, smartphone) • Central Email Service (CES) • Conference Room Design and Support • Content Management System (CMS) Service • HHS Federated Messaging Services • Instant Messaging Services • Mobile Device Alerting Service • Mobile Documents Service • MOSS SharePoint and Content Management • Services for Dedicated Environments • MOSS SharePoint and Content Management Services • NexTalk Service (NTS) • NIH systems such as Central Fax Service (eFax), External Directory Service, Listserv Mailing-List Service, and NIH Portal Services • Project Server Service • Secure Email/File Transfer • Service Oriented Architecture (SOA) Solutions • Telephony Procurement Service • Video Relay Service (VRS), Video TeleConferencing (VTC), and VideoCasting • Voicemail Services • Web Collaboration • Wiki Services Required Skills: • AS degree and 1+ year relevant experience (or equivalent combination of education and experience, such as no degree and 3+ years experience) • Experience troubleshooting and supporting the following technologies in a professional environment - Email, Microsoft O365, VPN (preferably Cisco AnyConnect), Active Directory, Basic Network / Internet Connectivity (basic command lines, check for IP) • Knowledge of Windows and Mac Operating Systems • Knowledge of troubleshooting Mobile Devices (iOS and/or Andriod) • HDI Support Center Analyst Certification, or ability to obtain within 1 year Desired Skills: • Excellent oral and written communication skills • Excellent learning skills • Excellent customer service skills • Excellent problem-solving skills • Attention to detail • Stress tolerant • Ability to generate, embrace, and endorse positive change Scheduled Weekly Hours: 40 Travel Required: None Telecommuting Options: Remote Work Location: USA MD Home Office (MDHOME) Additional Work Locations: COVID-19 Vaccination: GDIT does not have a vaccination mandate applicable to all employees. To protect the health and safety of its employees and to comply with customer requirements, however, GDIT may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements. We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done. GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class. Expected salary: Location: USA Apply for the job now! [ad_2]